Job Description

POSITION SUMMARY:
To provide direction, leadership, support and guidance in all aspects of the overall planning and operations of the St. Joseph's switchboard and infodesk. The Manager leads the operation and planning for all switchboard strategy; including communication systems, paging, information desks, and medical call centres / switchboards. Direct reports include switchboard leaders, and switchboard staff. This position also provides guidance and direction to the Information Desk staff through oversight of wayfinding, clerical, and switchboard services to support patients and visitors at the hospital. The Manager monitors the day-to-day operations of the Information Desk which includes scheduling and monitoring of staff activity, as well as liaising with hospital staff and departments to ensure patients and visitors receive the information needed in order to locate family members and access hospital services.

RESPONSIBILITIES & ACCOUNTABILITES:

• Contributes to the corporate efforts and initiatives, as appropriate, to enhance SJHH's mission, vision and values.
• Performs duties in a manner that demonstrates the employee's commitment to developing a culture of patient and staff safety through accountability, reliability, trust and team work
• Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner
• Hires, promotes, disciplines and terminates staff as required
• Manages employee relations issues, promoting a teamwork environment where staff interact productively and efficiently
• Develops, implements and communicates performance measures; conducts regular performance appraisals of direct reports, providing ongoing coaching and feedback.
• Provide support to switchboard staff and info desk across SJHH at all hours as all systems and switchboards are operational and available 24x7
• Provides guidance on departmental functions and workflows to supervisor and staff
• Manages the development, implementation, evaluation and maintenance of equity improvement initiatives which are in alignment with established SJHH standards
• Monitors quality improvement outcomes on a regular basis; develops action places to address identified issues
• Coaches staff to ensure that continuous quality improvement initiatives are incorporated into day to day activities
• Management responsibility across all sites of SJHH
• Presents activity and progress reports including monthly reporting and service level reporting
• Contributes to corporate efforts and initiatives, as appropriate, to enhance SJHH's mission, values and goals
• Represents the unit/department internally on SJHH committees as required, and SJHH in the external community at conferences, workshops, etc.
• Contributes to decision making at the strategic level for services and operations across SJHH that are applicable
• Involved in all redevelopment projects from inception, design, procurement, installation and implementation across SJHH impacting switchboard and info desk
• Thoroughly understand the industry and can extract or translate business and clinical needs into solutions that achieve goals and objectives through consultation with stakeholders
• Prepares cost estimates for current and proposed projects, reflecting the equipment and staffing requirements
• Represents switchboard and info desk at various committee meetings both internally and externally e.g. site councils, emergency preparedness, etc.
• Manages all aspects of paging, switchboard, call centres and most information desks across SJHH, 24x7
• Works in compliance of the OCHA and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner

QUALIFICATIONS:

• 2 year Community College Diploma in a related field preferred
• 1-3 years practical related experience and/or 1 year on-the-job training required
• Familiar with industry standards
• Knowledge of switchboard use
• Project management skills
• Management skills
• Experience with design and development of systems solutions dealing with business and clinical processes

HOURS OF WORK:

Monday to Friday; Days

PLEASE NOTE:
Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.

St. Joe's fosters an environment where we celebrate diversity, where teams reflect the diversity of the community in which we serve, enhancing the connection to patients, clients, community, and each other.